Case #246 — Marlow London

Dear Mrs Chester, Thank you for your email. We're sorry to hear that you're considering returning your order, and we'd be happy to look into this for you. To help us locate your purchase and review your request, could you please provide the following? * Your order number. * The reason you'd like to return the item(s). * A few clear photos of the item(s) you wish to return (including their current condition). As soon as we receive this information, we'll review everything and get back to you as quickly as possible with the next steps. We look forward to hearing from you. Kind regards, Sophie Customer Support Team On Thu, Jul 2, 2026 at 15:02, Ania Chester <aniachester54@gmail.com> wrote:Please, find enclosed as requested. Enclose the label so I can return the items. Mrs A Chester Sent from my iPhone Begin forwarded message: From: MARLOW LONDON <support@marlow-london.com> Date: 9 June 2026 at 12:11:35 BST To: aniachester54@gmail.com Subject: Order #1343 confirmed  (https://marlow-london.com/_t/c/v3/AAAXCvG4W1u7V8j3VLYxjzdcTrLbHYizhMXxxYMJOLwmvoIuCAYCYWK2yvCsyidtH8Fq4m2NahMKVjb7RYlN12c9y0n6ASCIx-aUkSdCrOhk__Mnpo2-DBGzWoUaKG9tjWWZrSyH8gtJF9pJ1vCsFbzx2hxTAHoz3ofBnWtUY9vIVVsMCDlTgL-wAVenntIBNfzNSKcK5IDPXrCpo8MGNwFz6F2o__s_vLB-cjnHxCNUpbeptLt86Fob-M-f613X9nSDBfPJ9CnmDIOWw-rMOH8PqvyZSmWnWPIiI-7iSQEmRuocGnv6o8g_FLqMsjUJQxuPwWHUXC1PSKvoY9V1IQ-Rvw==) Order confirmed Thank you, Anna We're preparing your order with care. You'll get a shipping update as soon as it's on its way. Order number #1343 Order summary THORA | PREMIUM COTTON LINEN THREE-PIECE SET - UK 10 (M) UK 10 (M) · Qty 1 £49.95 Subtotal £49.95 Shipping £0.00 Total £49.95 Shipping to Anna Chester 13A Carisbrooke Road, 13a Carisbrooke Road TN38 0JS St Leonard’s United Kingdom Payment Shopify payments View order (https://marlow-london.com/_t/c/v3/AACMXZDwpFoN_Js31cT3Inw4sW3r7ET2NGU_kShbZNCaeIL_IiGU0ojWiQon8JeV7PfdHOfbupa-DDKAJliLH4GAcF-4V6WmSCkMQY0d9DlrKb7fb2Lf_WWORqyDA2vzF-wzMH8CZQxsEiqyNB9pqjbAhsSEK0676cqtpZx05JKq8Q9HuhAeFllMouzZGSMlySgYlwPtIA4Cb2h9EH5aHlE7CappRqZc1eXQu28eHdMAX56KfnFiC0fXGXrQ3SeAkgcETw2o5CrX9IjQYhOT2wZ6_XT1S0FGas-JyNL5E3x4GqYBL4qMAj6BhR-0HLg-s0aPA9_ww5Hq7wkDHr8tOjdVjy82HAvUntzPdRT-Xo5cCqTRrds0BxANALVAnW_z7_6F5SqoT8fif53NcZcz9NTeaGUMK_OvpM0pRSG20Pzk79jah-Rt1-wF5afFzhOzUavzY4XlhmBIcB-ygY4bRNKuILBexXq9G1l-DewpnNbOzhL9GCzaqJCKha27tYfTgjRD94W613ENs3GSofNBgCSahvP6yDYj7Ap_S3PcNePLXuY4cgtG2Gi7JTLEquJ50y6NWWwBaZu5Cg1hpFQ90KKhC_Dt3V0P3Cghhitf7qSLyMVRixFaXe4Iy4GUqBbwlV7f1_07v5pwkh7CisRJZ2VmGfq3qROBmnymlc6Qs9EOxIoO2QOoqIUQcIY6_ZQ3Zeicrjiq0eSnvRGSwYGsG43nOxNepIqjo_FoTS1EFsHVxAPVgkYiHqDsUm-DWo02F29dRRmrjq8xiVHaQLcmkovCjCW6Xs8Pjkn7sFHmhaxznFa2WDcpRn9XVIxRDLqwGDZ-Z9NKlYakJfix6F5i_f5IW6Gq6hv-s8qps0MM7LKq3AmQ3SapUZ2boXugm8BRDDQH_yEmbI96g9fzZLB8JBadHk-tbIhMbokGBNpMpyFX6futWbD3qNm5HXMwfAJZ4Ta1m-sOBpJixccNGQxsmtCStoi1dYBHO7uwwoI757HN9DY98HtDZJraMI7UmIbaO-DM_aX0TYWbvzIfHg-uWydJ7We7hAcXIWQdhbOZBWwuP9JV5HrDLNCXDg6rUmd0xOzM_Vw9QoDm4ypUEKYYDPDWzZD84djtzoa9rkCyNUExU0McWFmITkIT6DS0iSN5Kt8_i_wSSe9yKG3lUKTHVuQ-RDYLzWZX09DTe75BPTxA5pCb5KWCadT5dauEJ3WblsCUimQ3kIuV0uQPeF0b5N0T0-C-ofp4bt1CQP7OgClWhsSPCPXAXiSdqUJzOnxJ6Or5dCDpjoZTIGwDu1kp1TsYOQdwBz_Uq6dfIoM9UKX303RBjZ6VYXuTnaGZoHQ-AENtZ5Vme2VOwJA915c_2llhFa5apVOK7kbZR7GlQGhQCsOkN6q3iXrXQQoffGEP8SWCppWQi7sKGpQ44H4cY91fN-aMRuX0ytqNFkXyByVaAslwsI8pl18_iudfKZj9kydm959UKQwIr48KK4hUDQ-UpH9GsW-94ZGqheLyjb_JUtpzsPNOi7X8pWuBbw09LtPQTmHBCLD8uaUSXW4Bu-Jx0YFDPmo2Uy0=) Follow us Facebook (https://marlow-london.com/_t/c/v3/AAD-hWhKHWEguHMglcmD57hs3Dn-_n2B5_VVANJ84mrzxjAdZC8PzP_IXxJTjbVutMBYZoDFz4QiacRewSzH7jYcZERwxl8OK-l6D7tdmri5HYigy5hIeP_TXPxgk8hXH6UvKpl0WjFFbvkDQy29QFHBXevuDYmPiHJv5t3DB_3Xg_yobtQzd1PxI6ZdafKTyDqShNrpUgvOoZohZvscdiW9NQZIvdvFxEgLbamrFYOsx-W3pVqqA645iWRxUsqeGNlwOtofINy_E4aQL4u00i2bxPoJsA8DbaJGf-NEu1I9DBLs1KZeCkQlgFRNxzykNpuvl8ZCRvdYhSo=)

Dear Mrs Chester, Thank you for your patience while we reviewed your case. First and foremost, we would like to offer our sincerest apologies for the disappointment and frustration this experience has caused you. This is not the level of service we strive to provide, and it is certainly not how we wanted to resolve your case. We have now arranged a full refund for your order. The refund has been successfully processed, and the funds will be returned to your original payment method. Depending on your bank or credit card provider, please allow 7–10 business days for the refund to appear in your account. We genuinely regret that this situation occurred, and we sincerely apologise for the inconvenience, the delay, and the disappointment you experienced. Please rest assured that we take feedback such as yours very seriously, and we will use it to improve our processes so that situations like this do not happen again. Once again, we are truly sorry that your experience did not meet the standards we aim to provide, and we appreciate the time you took to bring this to our attention. Kind regards, Anna Customer Care Team Marlow London On Fri, Jul 3, 2026 at 13:28, Ania Chester <aniachester54@gmail.com> wrote: Hi, I’m beginning to think that you don’t read your emails. The order number is clearly written in the subject. My reasons for wanting to be refunded were clearly explained in my previous correspondence. Since you obviously have difficulty in efficiency I will stated again: you have advertised the sent items as being linen when in fact they are polyester. Not only the delivery has taken several weeks but now I have to inconvenience myself by having to jump through hoops in order to get a refund which I hope includes the price of sending it back. I am a pensioner with mobility issues. I hope that you resolve this issue quickly as otherwise I will share my experience on social media. Mrs A Chester Sent from my iPhone On 3 Jul 2026, at 01:22, support@marlow-london.com wrote:  Dear Mrs Chester, Thank you for your email. We're sorry to hear that you're considering returning your order, and we'd be happy to look into this for you. To help us locate your purchase and review your request, could you please provide the following? * Your order number. * The reason you'd like to return the item(s). * A few clear photos of the item(s) you wish to return (including their current condition). As soon as we receive this information, we'll review everything and get back to you as quickly as possible with the next steps. We look forward to hearing from you. Kind regards, Sophie Customer Support Team On Thu, Jul 2, 2026 at 15:02, Ania Chester <aniachester54@gmail.com> wrote: Please, find enclosed as requested. Enclose the label so I can return the items. Mrs A Chester Sent from my iPhone Begin forwarded message: From: MARLOW LONDON <support@marlow-london.com> Date: 9 June 2026 at 12:11:35 BST To: aniachester54@gmail.com Subject: Order #1343 confirmed  (https://marlow-london.com/_t/c/v3/AAAXCvG4W1u7V8j3VLYxjzdcTrLbHYizhMXxxYMJOLwmvoIuCAYCYWK2yvCsyidtH8Fq4m2NahMKVjb7RYlN12c9y0n6ASCIx-aUkSdCrOhk__Mnpo2-DBGzWoUaKG9tjWWZrSyH8gtJF9pJ1vCsFbzx2hxTAHoz3ofBnWtUY9vIVVsMCDlTgL-wAVenntIBNfzNSKcK5IDPXrCpo8MGNwFz6F2o__s_vLB-cjnHxCNUpbeptLt86Fob-M-f613X9nSDBfPJ9CnmDIOWw-rMOH8PqvyZSmWnWPIiI-7iSQEmRuocGnv6o8g_FLqMsjUJQxuPwWHUXC1PSKvoY9V1IQ-Rvw==) Order confirmed Thank you, Anna We're preparing your order with care. You'll get a shipping update as soon as it's on its way. Order number #1343 Order summary THORA | PREMIUM COTTON LINEN THREE-PIECE SET - UK 10 (M) UK 10 (M) · Qty 1 £49.95 Subtotal £49.95 Shipping £0.00 Total £49.95 Shipping to Anna Chester 13A Carisbrooke Road, 13a Carisbrooke Road TN38 0JS St Leonard’s United Kingdom

Dear Mrs Chester, Thank you for your reply. Please don't worry about returning the item. After reviewing your case, we've decided that there is no need to send the product back. We understand that returning the parcel internationally would likely result in significant shipping costs, and after the experience you've had, we don't feel it would be fair to ask you to pay those costs. As mentioned in our previous email, your full refund has already been processed and will be returned to your original payment method within 7–10 business days, depending on your bank or credit card provider. You are welcome to keep the item, and no further action is required on your part. Once again, we sincerely apologise for the disappointment and inconvenience you've experienced. Thank you for your patience and understanding throughout this process. Kind regards, Anna Customer Care Team Marlow London On Fri, Jul 3, 2026 at 16:05, Ania Chester <aniachester54@gmail.com> wrote: Hi. Thank you for hearing me. You’ve not included the label for the return ? Sent from my iPhone On 3 Jul 2026, at 12:59, support@marlow-london.com wrote:  Dear Mrs Chester, Thank you for your patience while we reviewed your case. First and foremost, we would like to offer our sincerest apologies for the disappointment and frustration this experience has caused you. This is not the level of service we strive to provide, and it is certainly not how we wanted to resolve your case. We have now arranged a full refund for your order. The refund has been successfully processed, and the funds will be returned to your original payment method. Depending on your bank or credit card provider, please allow 7–10 business days for the refund to appear in your account. We genuinely regret that this situation occurred, and we sincerely apologise for the inconvenience, the delay, and the disappointment you experienced. Please rest assured that we take feedback such as yours very seriously, and we will use it to improve our processes so that situations like this do not happen again. Once again, we are truly sorry that your experience did not meet the standards we aim to provide, and we appreciate the time you took to bring this to our attention. Kind regards, Anna Customer Care Team Marlow London On Fri, Jul 3, 2026 at 13:28, Ania Chester <aniachester54@gmail.com> wrote: Hi, I’m beginning to think that you don’t read your emails. The order number is clearly written in the subject. My reasons for wanting to be refunded were clearly explained in my previous correspondence. Since you obviously have difficulty in efficiency I will stated again: you have advertised the sent items as being linen when in fact they are polyester. Not only the delivery has taken several weeks but now I have to inconvenience myself by having to jump through hoops in order to get a refund which I hope includes the price of sending it back. I am a pensioner with mobility issues. I hope that you resolve this issue quickly as otherwise I will share my experience on social media. Mrs A Chester <image0.jpeg> <image1.jpeg> <image2.jpeg> <image3.jpeg> <image4.jpeg> <image5.jpeg> Sent from my iPhone On 3 Jul 2026, at 01:22, support@marlow-london.com wrote:  Dear Mrs Chester, Thank you for your email. We're sorry to hear that you're considering returning your order, and we'd be happy to look into this for you. To help us locate your purchase and review your request, could you please provide the following? * Your order number. * The reason you'd like to return the item(s). * A few clear photos of the item(s) you wish to return (including their current condition). As soon as we receive this information, we'll review everything and get back to you as quickly as possible with the next steps. We look forward